How exactly the SLA should be re calculated for a reopened incident ?Our project is currently on Eureka Patch 10 and we are using 2011 engine.The current Resolution SLA conditions areStart - Status = New or AssignedPause - Status Awaiting Vendor,Awai...
Hello, I am attempting to create a Before Query Business Rule. However, the 'Query' checkbox does not activate at all when clicked on.I believe this might be a bug in Fuji. We recently upgraded to Fuji from Eureka.I have tried the following troublesh...
Hi Everyone,Just looking to get some best practice information about SLA's and service catalog entries. I cant seem to find anything on the forum, but I was just wondering what are some best practices regarding SLA's on service catalog items? Is it b...
I'm trying to create a filter that shows the incidents I've updated and resolved in the last 24 hours. The easy part was getting it to show the incidents I have resolved. The part that's causing me problems is getting it to show any tickets that I've...
In a transform fields, I have coalesce on 2 fields . So while transforming, is my imported record for validated against all fields marked as coalesce?
Hi everyone,I have a few questions on licensing that I was hoping someone here could shed some light on.1) Licenses are only tracked on prod, correct? Sn doesn't care about the lower environments?2) Do INACTIVE user accounts who have a role attached ...
We are trying to create reports/metrics around recurring Incidents. What do other companies consider a "recurring incident" to be? How do companies measure recurring Incidents, and do you consider it a metric used in problem management or inciden...
Hi all,I have an issue with choice lists I'm hoping someone can assist with.I am building some forms for the provisioning of User Access for various systems. Due to the data involved, I need to building some custom tables and create a few different m...
There is a spelling mistake in the name of the form. How to correct that?Regards,Arpit Taneja
We are looking for an avenue to track non-incident items and would like to see how other organizations are tracking these types of items. Some may come from the business as something they would like us to do, and some may be internal work that we ...
Greetings!I would like to give team members the ability to administration ( create/edit ) groups. Per the documentation the role user_admin will enable a user to do this:http://wiki.servicenow.com/index.php?title=Creating_Groups#gsc.tab=0However, the...
I have a catalog item that requires multiple levels of approvals: Manager, Director, General Manager, VP. I have the workflow for this working correctly. Now, when the approval notifications get sent out at each stage of approval, I need the approval...
Hi All,under the data look up table it already has three fields that pull from the incident table, Impact, Urgency & Priority.Can you tell me how i can add my own field from an existing table, or tell me if this is possible?if I can add my own field ...
We have a 'Back To Top' button in one of our KB pages,This button is working in fine in Chrome browser.But this button does not work for IE 11.
Hi All,I'm trying to make sense of the below email notification filter. We're currently on Eureka and switched to Inserted/Updated style email notifications instead of Business Rule/Event triggered ones. This notification runs on Incident table when ...
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